Pulse Europe Day 1 Opening Keynote
Join us for the Pulse Europe 2024 opening keynote, featuring a welcome by Gainsight CEO, Nick Mehta. In a time where challenges loom large, we confront the realities of today's business landscape. This year, we are thrilled to include the Gainsight Product team who will unveil how AI and scaled customer journeys are changing the game - making it easier than ever to help our customers succeed. These cutting-edge advancements are designed to help people do more of what they love, and less of the data entry that gets in the way. We’re diving into how AI can eliminate blind spots. How AI can help us be our best selves. And, how AI can help us focus on what truly matters to your customers – the human connection.
[ Music ]
>> Please welcome to the stage, GainSight CEO, Nick Meda.
[ Music ]
>> All right, pulse, community.
I want to ask you a question, who's excited to be here?
[ Cheering ]
Yeah, who is fired up to do all this connections
the next couple days and learn so much?
Let's hear who's fired up.
[ Cheering ]
Yeah, okay, and then who's actually asking chat GPT right now
what the breakfast club is?
So if you don't know what it is, it's an incredible movie
from the 1980s, all about high school, which is what we call
America, but also about people from different backgrounds
coming together.
And that's what this community is all about.
So I want to welcome you to Pulse, and I want to welcome you
to the amazing city of Amsterdam.
All right, who's excited to be in Amsterdam?
[ Cheering ]
Incredible.
I love this city so much.
Stand up, by the way, if you're from Amsterdam.
Let's see who's the locals here.
All right, well, thank you.
Are there you go, Robin in the front?
Love it.
Well, thank you for being such gracious hosts.
So I have been here a few times, and every time it's magical,
I love it, but I thought I'd just share some tips, because, you know,
obviously a lot of you are not from Amsterdam.
So the three things I've learned about Amsterdam, and we'll see
if Amsterdam colleagues agree.
So we have in Amsterdam this incredible food called
Stroup Lawful, which I love so much.
And I want you to know just as a service to our audience.
Next couple of days, Stroup Lawful, no calories.
So you can eat as much as you want of the Stroup Lawful
the next day.
That's what we did.
We worked at the local authorities, and they said no calories.
So number one, number two, and I think this number two,
hopefully you've all learned the lesson already.
I've learned it the hard way, almost dying, which is obviously
all the cyclists here, right?
We're apparently very confident to go, like, super fast and have
no regard for somebody crossing the street, which I love.
But the thing I'd recommend is don't read my LinkedIn posts
while crossing the street.
That's the most important thing, because losing customers at your
event is really bad for customer success.
So really important, be careful.
And then the last one, you know, we check the weather, and I guess
it's 10 degrees.
As American, I have no idea what that means.
I don't know if that's hot or if it's cold, but you can check
the weather and you can interpret it whatever you want to.
But obviously, joking aside, this is an incredible city, and we know
a lot about it at Gainsite, because almost three years ago,
we were very fortunate to buy a company called Insighted, which
became the Gainsite customer community product.
In fact, the founder's CEO of Insighted is right here in the
front, and stand up if you're part of the Insighted/Gainsite
community, Gainsite community product, whether you're still
Gainsite or not, stand up and be recognized.
All the local Amsterdam.
Awesome.
Love you guys.
[applause]
So in Paul, some of you have been here before, we love to focus
on the community, and really what brings us together.
Just like that movie with the clip we just showed, what brings
us together.
So we're going to start by doing a little bit of exercise, asking
you to stand up, just a few questions.
Okay, so first question, and this is always fun to see how
the community grows.
Stand up if this is your first pulse event.
Let's see who's the rookies in the audience.
Look at that.
Wow.
Round of applause.
I love it.
[applause]
That's so cool.
And you can probably tell that shows how big, how much this
community is growing.
Right?
Every year we do this event, and you can see the growth.
Okay, a little more fun though.
I want you to bond over some of our childhoods.
Stand up, like if you're like me, and ever owned a dis-command.
Anyone ever owned a dis-command?
Let's see.
All right, there you go.
I'm looking at the people who are not standing, and I feel bad
for you.
It was, have a seat everyone.
[laughter]
I love it.
My high school --
[laughter]
All right, we'll keep going.
My 16-year-old experience was riding the school bus, not talking
to you, but to have a lot of friends put in my headphones,
listen to Mariah Carey.
So that was my childhood, in case you're wondering.
But Mariah Carey's an American artist, so let's talk about
amazing English, European music, and in this case, English
music, which is one of all time greats.
Stand up if you have to dance to David Bowie.
Let's see that.
Let's dance everyone.
I love it.
Okay, amazing, amazing musicians.
So I hope you can see the shared connections we have, both in
the world of customer success, whatever jobs you have, as well
as human beings.
And so one of the things we like to say at Pulse, because we've
been doing this -- I literally 12 years -- is welcome home.
Our aspiration for this event every year is to not make it a
game set event, but to actually make it a community event.
When I talk to people at the end of Pulse, or at other events
that we do, and I ask them, what's the best thing about this event?
Now, of course, we want to hear things like the opening video,
the songs, or the gene jackets, but we never hear that.
What we always hear is, I met people and I feel less alone.
Because you're in these jobs where you might be a small team in a
large organization, or a new team, and it can feel pretty lonely.
People ask, what exactly do you do every day, right?
And the people in this room understand what you all do every
day.
Maybe more than your colleagues, and definitely more than your
families, by the way.
I doubt most of your families understand what we all do.
But the whole point of this event is connection.
We have even more networking events this year than before.
The hallway conversations, the dinners, the party.
It's all about connection.
Now, in the spirit of connection, one of the things we like to do
is show to your peers that you're there for them.
So we do every year, which is a very American thing, the Pulse
Annual Fist Bomb.
So find your neighbor, ideally something that doesn't know you,
and give them a fist bomb, or a high five, or anything.
Just something to show them you're there for them, right?
I love this.
Aaron, come on.
Let's do it.
All right.
Blow it up.
Okay.
So I'm so happy to hear the connections and the warmth.
And what's awesome is I find at Pulse, people make connections
that can be over many years, or lifelong.
And those connections can be about help on best practices
around digital AI.
They can be about convincing your boss to invest more, or they
can be about finding your next job.
People in this community help each other.
And it's truly amazing.
We're very lucky to be a part of it at GainSight.
And we need to help each other more than ever.
Because as much as I'm excited and we've got the shiny jackets,
the truth is we also have to get real, right?
You look at what is happening right now in the world of customer success.
You look at all the challenges we have, and on the human level,
starting with the human side, you know, some of you may have lost your job
and have to find a new one.
Some of you may have colleagues that got laid off.
You've gone LinkedIn and see a lot of people looking for work.
And that's hard.
For somebody that really cares as much as anything else in GainSight
about the profession of customer success, it's hard right now.
So we've got to help each other out.
We need each other.
But we need each other also because our businesses are mostly not as good
as they used to be, right?
So some of you remember the go-go days of 2021, right?
You remember those days when renewals were much easier.
Sales were much easier.
More budget was easier.
And we all thought, including a GainSight,
gosh, we're so smart.
We're so good at our jobs.
And then this year and last year, we're kind of the wake-up call.
Some of you probably have had that experience of churn skyrocketing
because customers are either asking for price concessions
because they don't have as much budget, or they're actually asking
to consolidate solutions, maybe to a sales force or Microsoft,
and it might mean you get engineered out.
At the same time, most companies' sales are slowing.
And that means there's just less money to go around.
And because of that, companies actually end up cutting staff,
which is really heartbreaking, but also just part of what's happening right now
So does anyone have unlimited budget right now in your team?
Stand up and be recognized.
Our salespeople are going to try to find you in the hallway.
So it is challenging.
And we're going to talk not just about the problems but the solutions,
but let's recognize it's hard.
It's also hard when you think about the teams in your company.
And this is what the point of that opening video was.
You look at the teams and you look at the challenges
and you look at the headcount constraints and you realize
we can't get to where we need to be by just working in a silo.
We have to figure out how to work with product and sales and marketing
and scaling and all those types of things.
It's no longer possible to throw people at the problem.
We have to find a different way.
And that's what Pulse is all about, is finding a different way.
Because the truth is I've done this for 12 years and I've been in 12 years of,
hey, it's all about value and it's all about outcomes and it's about
hiring the right CSMs, it's relationships.
But the truth is that not all of that works.
I think we all experienced that.
And there's that famous quote, the definition of insanity
is doing the same thing and expecting different results.
And we have to be willing to change.
Otherwise, we're going to get stuck in that same trap over and over again
around budget, around what do you actually do as a CSM or your CSM organization
And we're also going to get trapped at a fundamental level
around why do we need customer success.
Raise your hand if you've heard some of the organizations say that
or you have to justify your organization.
And don't feel bad raising.
There you go, you've got a lot of people.
And you look at that and you see we have to do something different.
Now, some of you may know that the antagonist in this story is actually very
clear.
It was a gentleman named Frank Slutman who was a CEO of Snowflake
which is an incredible company.
CEO of ServiceNow, equally incredible company, amazing CEO.
I wrote this book called "Amp It Up."
Great book about leadership, best practices.
I love the book till I got to the chapter that said,
"Don't do customer success."
And I was like, "Why is this billionaire picking on me?
Come on."
Does he have other things to do?
But it represents, I think, the skepticism in the industry
that we have to think about.
The idea that customer success can't be a silo.
The idea that can't be about just throwing people at the problem.
We have to address this.
Otherwise, the CS profession won't be the same as it used to be.
We have to show people why it matters and how we can do things really
differently.
And if we don't, we're going to have folks questioning him.
Whether they're questioning them in your room, in your office,
or from 30,000 feet on their private jet.
Either way, they're going to be questioning why we need customer success.
So what's the answer?
What's the solution to the challenges we face?
Well, I'm not going to say that there's one panacea,
but I will tell you again, the thing we are the most optimistic about
is AI.
Because it's the thing that will allow us to scale,
and also, as I'm going to talk about, to do the things that we love.
Now, of course, with AI, we sometimes have a negative perception to start.
I actually just watch the matrix on the way here.
And they're not excited about AI in the movie, right?
But the truth is, AI is very different from the scary dystopian images we had
from the last 20, 30 years in movies.
It's actually an incredible tool, and many, many of us use it.
So I'd love to see, raise your hand if you've used either chat GPT or something
similar in the last week.
Let's see how many people.
Look at that.
My gosh.
And if you're not raising your hand, don't feel bad,
but think about what you can do to actually take advantage of it.
Because the truth is that it is the biggest thing, and frankly, I believe the
biggest thing that's ever happened,
because the technology has found its way to encapsulate some of the skills
human beings have.
It never happened before.
And you look at the amount of investment, you know,
hundreds of billions of dollars going into these AI data centers,
check out the Nvidia stock, you know, all this stuff that's actually happening
right now.
It's going to show up in our industry.
And it already is.
But it's going to show up as a force for good, and we're committed to that in
game site.
Now, just to give you a quote to remember and say, "Wow, this is huge."
I was at the CEO Summit for OpenAI, which is the company that makes Chat GPT.
They invited some of their big customers and partners.
And Sam Altman is the CEO, some of you have read about him, very famous,
and Sam had this quote on stage, which he said,
"Babies born today will never be as smart as AI."
Now, what he means by that is that babies born now grow at this level of
intelligence,
and AI grows at this level.
So don't worry, babies will be fine.
We'll figure out what they're going to do.
We'll find jobs for them.
But for all of us, it shows you how fast this whole thing is evolving.
So I hope if you leave from a business perspective with nothing else from Pulse
it's getting all over AI.
It's using it every day, getting your team to use it every day.
And this is personally important to me, because you think about it, you know,
a few years from now, somebody goes in to interview and say,
"I don't know how to use AI.
They're not going to get a job."
You'll be like, "I don't know how to use email.
I know you how to use the web."
Even more foundational than those.
So it is very important to me that all of us and all of our teammates
learn how to use this really powerful technology.
And this powerful technology, in my opinion,
will allow us paradoxically to be more human,
to actually be more better at the connections and the team bonding
than we've ever been before.
Some of you may have heard this phrase at GainSight,
which is our company purpose, which is to be living proof,
you can win in business while being human first.
This is a concept we came up with in 2016,
and it was originally just for our culture.
The idea is inside GainSight,
everyone that we interact with, whether it's a conference attendee,
customer, prospect, partner, employee, alumni,
are all human beings first.
And don't forget that as you jump into business.
Right? And that's what we said back then.
But what we figured out is it's actually what customer success is all about.
It's about recognizing that human on the other side of the video meeting
or the other end of the email.
And it's recognizing that we need to help them from a human perspective,
not just a business perspective.
And that's what's going to be great about AI,
as we're going to describe, it's going to allow us to be more human.
So how do we do that?
How do we use AI to enable us to do our best work that human beings can do?
Now, we have done a study very recently,
and we asked CSMs, what do you love about your job?
What do you hate about your job? Right?
What are the things that you get up in the morning and are excited about?
And what do you do just because you have to?
And we put this whole chart together.
So you look at the left, right?
What are the things CSMs don't love?
Entering data, including Gainsite, by the way,
which we'll talk about how we can make that easier.
They don't love not taking.
Right? Who likes taking notes?
They don't love updating all of you, if you're a leader, on their customers.
You know, the management reporting.
They don't love any of that.
Why do people have to do that?
What does CSMs and other people in similar professions do?
Salespeople, what do we all do?
We do this job to connect with people.
You wouldn't be in this job if you didn't like people.
So you want to connect with your customers.
You want to understand their goals.
You want to connect with your colleagues.
Figure out how to work together.
And right now, we were stuck on the left.
You know, we did a survey even internally at Gainsite, for our employees.
And our employees spend 50% of their time on the left.
So there's very little time on the right.
You know, 50% left.
Some internal meetings.
What's that leave?
20, 30% for customers?
That's not very scalable.
But it's also not very satisfying.
We want our team to love their jobs, and I believe AI is going to help them.
So what we're going to talk about is some principles to make that real.
So earlier this year, we put together what we call the human first AI playbook.
And the concept is, what are the things we can do to actually help our teams do
the things they love,
and also help our customers through a more human experience?
That's sort of the flow of this.
So let's start by talking about one of the biggest challenges in customer
success.
Eliminating blind spots.
That's the whole point of the job, right?
Like the beginning was early intervention, being proactive, early warning.
But actually, the truth is, many of us are still surprised.
We're surprised.
You can look at the usage data.
You can look at the NPS.
But sometimes those are lagging indicators.
You know, the usage data drops before customer churns.
But sometimes you can't do anything about it.
The NPS comes in late, or doesn't come in at all.
They don't fill it out.
So you have no idea what's going on.
And if you have a customer that has lots of different contacts with your
company,
it's hard to even keep track.
But AI can.
And we're going to talk a lot about that, of how to use it to eliminate blind
spots.
Second thing.
So as we talked about in the last slide, our team spent a lot of time on what
we call
grunt work, the data updates, the note taking.
And AI can help hugely with this.
In fact, we already have a bunch of features in game site to help in this area.
Number three.
You know, in most companies, there's a lot of silos of knowledge.
You've got your salespeople.
Each salesperson knows their accounts.
Each CSM knows their accounts.
If you're a new CSM, how do you even get up to speed?
Now, what's amazing is in a company, the collective knowledge, is massive.
You know, you think about if you've been around for a while, somebody in your
company has been asked every question possible from a customer.
Right?
Every single scenario.
Eventually somebody's asked it.
But if you're a new CSM, or even if you've been around for a while, you just
know your own accounts.
So what do you do when you have a question and you don't know the answer?
You go on to Slack or Teams or whatever and say, does anyone have an account
that uses us in this way?
And that's very inefficient.
So AI can help pool the knowledge.
Now, on the other side, AI is going to create a better experience for our
customers.
It's going to make self-service better.
I think most of us have had experiences in self-service that suck, that aren't
very good.
Right?
Think about any consumer interaction.
How do we make them great?
How do we make it to the point where you're not having to click around in a
knowledge base
to figure out the solution to your problem?
You're not having to go navigate through all these forums in the community.
How do you use AI to give the customer the answer?
Number five, how do you get to the point where you can really not just train
people in the old school way,
right, videos and kind of webinars, but actually almost treat them like you're
a tutor.
Or you can actually tutor that customer on getting the most value from you.
And then finally, how do you get to the point where we can use communities to
connect people together?
To truly connect people.
Like we're here, right?
We're here connecting.
But what about online?
Is your online community connecting people together?
Or is it simply like a way to get support tickets answered?
That's not a bad place to start.
But how do you get to the point where AI will recommend, hey, you should be
connected with this other customer, right?
Because you have common interests or common problems.
So these six things we think are huge opportunities for this community, both
from a best practice perspective,
but of course also in our product and gain insight.
And that's kind of the thing I want to leave you with is that as we talk about
AI,
and as we talk about digital and scale, remember it's about giving human beings
the opportunity to do the things that they love.
And that's a great thing if you're a leader.
Nothing feels better.
So in that spirit, I want to actually introduce our first speaker after me, and
I'll tell you a little story.
So, you know, as I mentioned, all of us get surprised by churn and things like
that.
And often it's the human interactions that we miss.
The emails, the video meetings, et cetera.
If you could listen to all of those, you'd be great.
And so, you know, for a while we recognize this, and we started hearing about
this company, Staircase, Staircase AI.
And Staircase is this company that basically, as we're going to talk about, is
all about using AI to understand customers and predict blind spots.
And when we heard about this, honestly, I was kind of skeptical.
I was like, oh, whatever, there's another AI startup.
My team saw the demo, and they're like, we have to buy this company.
Literally, that was a slack message.
We have to buy this company.
And then I got to know them, and I spent time with the team and customers, and
I was just blown away.
Not just by the technology, but the approach.
And at GainSight, we said, wow, this could be the foundation of our entire AI
strategy.
So I want to welcome the stage, Orientis, who's now running all of our products
for customer success and AI.
And again, say welcome, Orientis.
[MUSIC PLAYING]
[APPLAUSE]
All right.
All right.
Wait, wait.
No, no, no, no, no, like this.
OK.
There you go.
Thank you, Nick.
So great to be here.
Welcome to Paul's.
I'm very excited to be here today.
I was thinking about what Nick was saying and kind of what my personal journey
was leading to today.
So I'll share a couple of points because I know Nick already talked a little
bit about Staircase.
So in 2018, I was leading product for a marketing analytics company in the Bay
Area and was asked to take over customer success
and inherited basically a team of over 150 CSMs globally and just constantly
with blindsided.
I had great tech, but constantly felt like I just didn't know what was
happening.
And a few years later, Leora and I, we founded Staircase in order to really
solve that problem with blind spots.
And our approach was basically we don't want to have to rely on people logging
data.
And this is, you know, before AI was cool.
It was when everybody was a bit skeptical about AI.
And we said we're going to be an AI first company.
And fast forward, in August this year, we joined GainSight, which is probably
one of the best decisions we ever made
because while Staircase brought intelligence, GainSight brought the activation.
And those two pieces together are really required in order to provide an
excellent customer experience, customer journey.
So with that, I also want to share with you all, as probably some of you know,
is that, you know, very proud to announce
that GainSight was nominated, sorry, was announced as the leader of the Gartner
Magic Quadrant,
the first one for customer success platforms.
[applause]
Which is a true testament, I think, to, you know, everything that GainSight has
brought to CS over the years, as a pioneer in the space.
And if any of you have familiar with the Gartner, it's a very rigorous process
of analysis of every CSP's capabilities
on both execution, technology, and vision.
So really a great achievement.
But while we are, you know, leading the space, we also have to think about the
future.
And as we imagine, you know, customer success in the next, you know, few years,
we realize that it's not only about what we can provide you today,
it's also about a deep understanding of what your customers are thinking about,
our customers, and also like where the industry is headed.
And the truth is that there's a fragmented operational world out there.
There are different parts to doing customer success, and it's really hard
sometimes to bring it all together.
That's why I'm very excited to share the GainSight Customer OS, which is a
powerful operating system that brings together all the fragmented pieces of
running a customer success operation and delivering value to your customers.
Now let's unpack this a little bit, what does this really mean?
So on the first layer as in software in general is data.
And that is the fuel for software and for artificial intelligence.
And when I say data, I mean any kind of customer data that you can imagine.
Think of your systems of records, think of, you know, communication, support,
any kind of analytics around telemetry,
and also if you have any unique data that's in data lakes and so on.
This is accessible by GainSight in order to then activate it.
The second layer on top of that is a powerful AI.
And you heard Nick talk about our human first kind of approach to AI.
It's a powerful layer of AI that basically feeds into the suite of applications
that you might be familiar with.
And it's now taking more and more, you know, it's a more and more important
part of the application.
So think about how AI can help you scale and analyze large quantities of data,
but also activate on them.
If you're doing in-app, if you're doing education, if you're doing communities
and of course CS and early warning systems,
for example through Staircase.
Now all this needs to lead to value.
And this is where you really deliver on the important things for you, which is
understanding the health of your customers, but accurately,
which has been a challenge I think from day one in customer success.
It also means reducing the cost to serve, right?
And Nick talked a little bit about the economy that we're in right now.
So we really have to drive to more self-service.
A lot of you have hundreds of customers or even thousands and it's hard for you
to scale with them.
So the ability to drive digital scale for customers and of course the adoption.
Adoption is still a key aspect if you're in SAS or in software for the outcomes
that you're looking for.
So bringing this all together, we provide a very powerful platform that can
help you provide your customers a customer journey
and a customer experience that will basically ensure retention and growth.
Now AI is a fundamental part of our vision and our current implementation and
our vision into the future,
especially as we kind of think of the customer OS.
So I'd like to spend a little bit of time diving in a little bit deeper into
how we're going to use AI in CS.
I'm sure a lot of you are dabbling with chat GBT and maybe doing experiments
and maybe already have some success there.
But I'm going to walk you through a little bit of the thinking behind the use
of AI in CS and also borrow some concept from Staircase.
So the truth is that we're really still blindsided very often, right?
We started off in CS probably a decade ago by having people solve each every
problem, right?
So if you think about if there was a customer that was upset, you know, there
was a CSM or a support agent or an account executive that would tackle that.
The problem is as talented as we are as people, we still are blindsided, we're
biased, and we also have some limitations, right?
We just can't analyze large quantities of data.
Then we moved on to look at surveys, right? We thought, okay, surveys, NPS, the
holy grail, it'll tell us if our customer is happy or not.
But like you heard earlier, surveys have a few challenges.
Response rates tend to be quite low.
And then also, if you think about it, you send a survey maybe once every three
months, every six months, right?
So what happens in between? And that's the lagging indicator challenge.
And then there's also the question of, let's say I just caught you in a bad day
You know, you're upset about something, I don't know, you didn't have breakfast
, then you get my survey.
So it has nothing to do really with our software.
So surveys didn't solve the problem fully.
And then for the past five years, we've really been focused on product
analytics, right?
We think that telemetry is going to tell us, you know, the truth about our
customers and help us forecast if these customers are actually going to stay
with us.
And while it's a very valid and important signal, it is also challenging at
times because it depends on your application
and depending on the usage patterns, sometimes it's very hard to tell from, you
know, a customer if they are testing in the background a competitor solution.
And the usage looks great all the way through the data they're telling you they
're going to churn.
So usage wasn't enough either.
And the truth is that there is a trove of data that is under the surface, right
All the communications, all the emails that are going back and forth.
The calls that you and your teams are on with your customer.
Tickets going to support.
If you have Slack or team channels with your customer.
So there is a lot of interaction that's happening with your customer at any
given time.
But it's also very difficult to analyze all that, right?
But what if you could?
What if you could look at all those interactions?
So let's run through a few examples because one of the things about AI is that
it really needs to be customized to your industry.
And if you just take a generic model, even modern LLMs, they don't always
understand things the way you do.
And this example here is an email that, you know, if you're a team lead, you
wish you had seen.
And the email actually starts with a really positive note, right?
And it's been great working with you, but it also is telling you that we're
going to start running an RFP,
or the customer is going to run an RFP.
Now if you're in sales, this is a wonderful email, right?
You have a chance to now close this business.
But if you're in CS or post sales, this is really bad.
This is a challenging situation and potentially a threat and maybe churn around
the corner.
Now, if you are not an experienced post sales person and you read this, you
might be confused.
And the same thing happens to AI.
And that's why the AI that you use, we do at, you know, Ganesight has to be
really trained on understanding those nuances the way we do as people.
Another example is, you know, we spend a lot of time on calls, right?
So if we look at calls, there usually tend to be several people on a call.
They voice several opinions, several topics.
It's very hard to kind of summarize a call into one, hey, it was a good call or
a bad call.
Now very often, you know, some of us are optimists, some of us are pessimists.
You ask, you know, someone from your team or someone who attended the call, how
was it? And they say, oh, it was, you know, it was great because, you know, they really
focused on that good part of the onboarding.
But they missed the bad part that there's that support problem brewing.
So once again, we need technology that understands all the different aspects of
the interaction
and can also make sure that nothing slips through the cracks.
And third is the situation that I wish happened more.
We usually support tickets are kind of angry and upset.
But in this one, imagine that actually there's an expansion opportunity.
And it's, you know, the customer is requesting this through a ticket.
And the agent is actually doing, you know, what they're supposed to, you know,
they're sending them to a website to look at pricing.
But if you were a salesperson, wouldn't you love to get this ticket, right?
Wouldn't you love to be able to get on the phone and really kind of close this
deal and expand this account?
And this is really the opportunity that AI can bring to the table.
It's really helped you channel those notifications or those communications to
the right people at the right time.
But the challenge really is that we as individuals, we can't read every email.
And I'm sure some of us tried.
I can tell you when I was leading CS at the beginning, I spent hours and hours
just reading emails and emails of different accounts trying to understand what
's happening. And it's really challenging not to mention, you know, more and more calls that
we're on and more, you know, tickets and, of course, Slack or team channels.
But we should look at this data because there's a lot of important signals in
it.
And this is really where the power of AI comes into play, where it can
understand every single interaction that your company, your team is having,
even if you're not involved in that.
And more important than that, it can surface it to you at the right time.
So you don't have to look at, you know, a thousand emails, but maybe you get
two emails that are really important or two tickets or maybe a part of a call
that is important for you to know about.
So to kind of bring this all together, if we look at, you know, the use of AI
and CS, you know, one of the areas that we're feeling very confident about is
the ability to connect all these communication channels.
You know, through APIs.
So once again, there's no human work involved.
And then to analyze it as if we were an expert CS person.
So we would look at advanced, you know, churn signals, right?
If someone is, you know, maybe commercially or maybe they're very upset or
maybe some other challenges that they're having, we'll be able to look at
sentiment in a way that I shared earlier, which is much more complex than just
saying, hey, they're happy or not.
We're looking at relationships.
I'm sure a lot of you now are working on multi-threading and making sure that
you have more than one or two relationships in every account.
But how do you actually track that?
Are you relying on your CSMs to go in once a week into an Excel and say, I have
a strong relationship with someone?
What if AI could do that for you?
So the power of AI here is incredible in the fact that, as Nick mentioned
earlier, it can take off a lot of that busy work and help you guys focus on the
human interaction with your customers.
We're orchestrating the overall customer journey.
So if you've been to a pulse before, you've probably seen a slide like this or
a similar one.
You know, our Safe Harbor statement applies to any feature that we're going to
show you on the roadmap, and we thank you for that.
So in order to kick things off, we're going to dive into an exciting demo of
the use of AI through Staircase.
And yeah, let's start.
So I think we all have a cell phone these days, right?
And if you're using Slack or Teams, with Staircase, you might get a message
like the one right here on the screen.
And this is basically a churn risk that was identified by the AI.
It looked at a message or maybe a few and interpreted them as risk.
Now, I'll get this notification on my phone, and then I will be able to dive in
further into the platform in order to understand what really is happening under
the platform. And what really is happening under the surface.
Great.
So when I click on the link, I will go into Staircase.
And this is one of many different visualizations.
What you'll see here is what we call the tree map.
It's a tile view of, let's say, a group of customers.
Each customer is represented by a tile.
The size is usually relative to the revenue.
And the color is an AI-generated health score.
So once again, not you having to guess what to put in an equation to generate
health, but the AI is looking at the signals and determining on your behalf
what is in a good place or what is not.
And again, as perhaps a leader or a manager or even someone who's managing lots
of accounts, I don't really remember what's going on with every one of these
accounts, but I do see that two of them are in red.
And one of them is hourglass.
So I'm actually going to click on hourglass.
And what I'll get is a generated AI summary on top of all the interactions with
this customer.
So think about not only you or your team, think about sales and product and C.S
. and maybe executives and so on and so forth.
All that is now ingested and summarized into a very crisp summarization that
gives you the idea of what's happening.
So about 10 seconds into this, you already have a general idea about this
customer.
And then visually you can see how the health is trending over time.
And one thing I think you'll all agree with me is in post sales and customer
success, we really have to look at things over time because an absolute value
today doesn't really mean much without understanding where it was yesterday or
a week ago.
So I can see that it dipped.
It's not looking so good.
But I also have an explanation here that the health score I did because of the
sentiment and engagement which have gone down into the red zone.
One thing we've learned about AI is it really has to be explainable.
If I just throw a score at you, everybody will feel a little bit uncomfortable,
how did the algorithms get to it and so on and so forth.
So with staircase, everything is explainable.
And we'll show that throughout this demo.
So at this point I can stop and maybe start solutioning or I could go into the
account page, which is similar to C360.
And I can get a little bit more information.
So again, 10 to 15 seconds, I have this very crisp initial understanding.
And now in addition, if I scroll down a bit, I will see a timeline.
And the thing about the timeline was, and you're probably familiar from Gains
ite, from CS, that basically we are good at understanding visual stories.
So a progression of events is something that we as people can really ingest and
understand.
And what do I see here? I see a number of interactions that the AI has chosen
to surface to me.
I see a bunch of extremely negatives.
I see a personnel change and then some commercial discussions.
So clearly this is heading not in the best direction.
Now, I might want to click on one of these to see a little bit further what is
going on.
So here is an example of an interaction that AI had determined as negative.
And we can actually read it so you can decide for yourself if the algorithms
are correct or not.
And likewise, I can go through all those different events that we're chosen to
be depicted here.
Now, one thing to note is that we don't want to spam you.
We don't want to send you hundreds of notifications and things like that
because that has a negative effect.
So really what we've trained the algorithms is to understand what is important
enough or crosses a certain threshold that should be on this timeline.
An example would be a commercial discussion as well.
I think it's sometimes NCS, you're not always aware that sales is having a
commercial discussion or something else is happening.
So it's great to be able to see these things while you're kind of reviewing the
account.
So about 30 seconds, 45 seconds into me getting that Slack alert, I have a
pretty good understanding of what's going on with this account.
Without having to talk to any individual, without having to email anyone,
without having to set a meeting, I have now a clear understanding.
And we're blocked.
Yeah.
So in the background, we'll try to correct that.
And basically the idea behind the notification is to give you the intelligence
that you need and to save you time.
And I can tell you that we onboarded, you know, when we joined Gainsite in
August, we onboarded all the entire book of business.
And, you know, we started as a leadership team, you know, really looking at
these Slack notifications and understanding.
And one thing that I think is really important to those of you that are, you
know, perhaps further on in your career, you know, as you kind of climb up the
hierarchy, you kind of lose touch with what's happening in the field.
And what staircase can do is it can bring you back into the field through
notification, through telling you, hey, this thing is happening right now with
this account.
And we see a lot of executives and, you know, managers at all levels really
feeling that they're still connected to the field, even though they don't
really have time on a day to day basis to go and talk to as many customers as
they're used to.
So once we kind of went through the lifecycle events, we can then go into, you
know, we can look at a number of widgets that are below that.
We could look at engagement holistically over all the channels so you can get
understanding of that.
You can look at sentiment, which we talked a little bit about.
But I would like to share a little bit about some of the special things around
relationships.
So we'll dive into relationships for a minute.
You know, one of the questions that I always had was who else is talking to my
customer or to our customer besides, you know, my team, so on and so forth.
And so, you know, I remember a lot of you are also kind of asking yourself that
question.
And the radar is actually an automatic, you know, generated view of who is
interacting with the account.
So once again, it's not relying on anyone going in there and saying, I talk to
this account, but looking at all the communications, we build a graph network,
and you can see who's interacting.
It's really amazing when we onboard to see a lot of times people are like, whoa
, I didn't know.
I'm not sure if you're a customer.
Not to mention that situation where you get on the phone with the customer and
they tell you they had just spoken to someone else from your team and you didn
't even know about it.
So that's, you know, number one, it helps you understand that.
Number two is it helps you understand the strength of relationships.
So if you are doing, for example, you know, relationship strength mapping and
you're doing, you know, multi-threading, staircase can help you understand if
you have the right relationships in the right place.
There's nothing manual here.
It's looking and assessing based on many different parameters like sentiment,
engagement, number of channels, and so on and so forth.
And it's telling you, overall, if you have the right coverage in an account,
this is a fantastic tool also for sales.
So the last thing I'm going to show as we roll up is when one of the key
questions I think that people are asking today is how much time am I spending
on an account,
high personally, or my whole team or my whole company.
So there are different views, but if we go to one of our reports, it's the team
efficiency report, what it attempts to do is to look at every customer viewers
and sum up all the interactions and basically assess the amount of time as a
company or an individual you're spending on an account.
And once you have time, you can translate that into dollars or euros, and then
you could compare that to the revenue.
And what you might find out is actually quite interesting.
You might find out that you have a small account that is very needy and
demanding a lot of your time, but not profitable because of that.
Or maybe you have a very large account that is just not getting enough
attention, and maybe that's something that you need to do.
And we also have customers that have re-segmented their customer base as a
result of this.
So this is a little bit of a sneak peek into Staircase.
We will be offline.
You can come over and talk to us later and we'll answer more questions.
So very excited to share this with you.
And would like to now transition into a real life example of bringing AI, you
know, Gainsite CS and Staircase all into action in one place.
So what I would like to do is I'd like to welcome to stage Amit Sadlinsky, the
global VP of healthcare customer experience at Clarity.
[Music]
Amit, so great to have you here. Thank you for coming.
And how's the answer to that? I'm treating you.
Amsterdam is great. Not my first time here. I really like this city. It's a
little cold, but no complaints.
So since it's not your first time, and there might be a lot of folks here that
it is their first time, maybe before we dive into AI and all these technical
things,
can you share maybe one or two recommendations from, you know, previous visits?
Of course, of course. So I think Amsterdam has one of the best city parks in
Europe. It's called the Vondel Park.
And I encourage you to visit it.
I think it's also nice. I've done it once to rent a boat and row on the canal.
It's also really nice.
And if you're into art, the Van Gogh museum is here.
I'm definitely into art. So great. So if you have time, then highly recommended
for those of you.
So we're going to meet and Clarity. You guys have been using, you know, Gains
ite CS for several years and also Staircase.
And I think I'm sure there are a lot of questions in the audience is how does
all this work together and so on and so forth.
But before that, you know, you've been in CS for quite some time.
You know, there have been some problems and challenges that, you know, we weren
't able to solve without AI.
Would you share your experience here?
Of course. So I think you touched on it in your previous presentation.
But really, I think we can all agree that the main mission of customer success
is help customers achieve their desired outcomes and then, you know, GRR and NR
R retention and growth are derivatives that come with it.
The problem we had is really having true visibility into our customer base and
our customer journey
in a way that informs action in a timely manner.
And I think that's exactly where AI solved our problem.
The ability to analyze all these signals from these amounts of data and be able
to trigger alerts and insights in real time for our team.
To be able to respond to things that are happening in the field even to me as a
leader.
Again, to your point, I'm not sitting on all these calls, but I do feel
connected.
It's almost like connecting to the matrix anyway.
So I think that's where the huge, huge, you know, shift for us.
I think I heard the matrix twice today already.
That's great. One of my favorites.
Okay, great. So to summarize, I think the first usage really is intelligence
and an early warning system, right?
That can be shared across the company.
So you have many programs running and experienced CS leader.
You know, how do you actually get everything to work together, right?
On one hand, you have Gainsite CS, the platform.
Now you have Staircase also integrating it.
And you also have your own processes and your own company.
And I'm sure, like many folks here in the audience, they have a similar
situation.
So maybe you can kind of walk us through a little bit of like maybe through the
early stages and then how it's working today, of course.
So it is three parts to it.
I like to look at Staircase as the visibility engine and then Gainsite CS as
the action engine.
And together they build a holistic program.
So we funnel all the insights and as much data as we can from Staircase into G
ainsite.
It feeds into a health scoring system and it triggers different playbooks and
workflows in Gainsite
for CSMs to act on the data to act on the insights to actually remediate.
So if you will, visibility and remediation.
And then we're also heavy users of Slack.
I'm sure there's a lot of people in the audience that are heavy users of Slack.
So we use real-time notifications all day.
I have my own channel where I try to keep track of things.
So it's really Slack, Gainsite and Staircase as a visibility engine.
Fantastic.
I think that's a really important point is AI, you know, I think as we look
into the future, it's about sending you the information where you are today and not forcing you
to move from
the platform of choice that you have.
So if you need it inside Gainsite, then that's where it should arrive.
It should not force you to switch platforms.
Like a lot of us, you're probably thinking about the future.
And I'm sure you're experimenting and doing some really interesting things.
Where do you see the AI really changing customer success as we look into the
near-term and long-term future?
Of course.
So first of all, I'm an AI junkie and my team actually makes fun of me about it
But on the other hand, I'm a true believer of an AI powered human-first
approach.
So what I think we'll see in the future, we'll see AI moving from visibility
into pro
activity or from visibility mode to action mode.
So I think in the future, AI will be able to analyze those customer goals, the
KPIs.
The reason they even got the SAS app or whatever they got from us and really
corroborated with
all the different signals helping customers to stay on track and CSMs guide
them to stay
on track.
So in the future, I see CSMs tuning and managing different AI agents that are
purpose built
for different phases of the customer journey.
But I also see them invest more in their humanity, in meeting customers, in
spending time with
customers, listening to customers.
At the end of the day, we're all people.
We want to be heard, sent to the lead empathy, and we want to make sure there's
somebody
advocating for us on the other side.
So I always see upwards and onwards in that sense.
Right.
So freeing up more of our time to focus on the human aspect and letting maybe
more intelligent
and proactive AI in the form of either agents or other things that I'm sure you
all are
reading about.
Can you share maybe some high-level outcomes from using our platforms and if
you have any
story to share with the audience?
Of course.
So first of all, I'm happy to share that we have met and exceeded our GR and NR
targets
for the year by a good few points.
And it's not the end of the year yet.
Knock on wood.
And I can say that I attribute a large part of it to AI.
Again, it increased our level of responsiveness.
We are on top of it all the time.
It helps me guide my CSMs better because I'm there with them, essentially.
So yeah, that was a great outcome for us.
And for a story, I shared it with you earlier, we had a customer that was
coming up for renewal,
one of the most significant renewals of the year.
And everything looked perfectly fine.
You know, they're happy customers.
They're extracting great value from the product.
They're even sitting on our customer advisory board.
And then at some point, and I think Staircase was the first signal that things
were going
sideways, we realized that it's not going to be that easy.
It wasn't product-related.
It was commercial-related.
But at the end of the day, Staircase really triggered this action plan by the
entire company.
And not only that, we were actually able to track and follow up on what's going
on through
that, because I wasn't on all these calls.
I wasn't participating.
Sometimes we have to do some role-playing.
And we had this single pane of glass where we could track the entire process.
And we didn't work together as one village to save it.
And I'm happy to share that we saved them just a month ago.
That's great.
So really combining both capabilities from an early warning signal, but not
stopping there,
is also going to be a little bit more
interesting to understand how to do that.
And then we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
And we had a lot of other things that we did.
Thank you so much.
I'm going to be on a panel later today at around 2 p.m.
about the fundamentals of using AINCS.
And I recommend all of you to join us there.
Thanks so much, I'm eight.
Thank you.
[Applause]
Fantastic.
So, you know, having data and having insights is great.
But we all know that it doesn't end there.
We actually have to deliver a customer experience
and a improved customer journey.
And that's exactly what the Gain site customer OS,
which I shared earlier, is about.
So, it's about taking the right action at the right time.
The right channel, the right, you know, person.
Or maybe it's not a person.
Maybe it's, you know, a smart automation or something like that.
And, you know, there's no better way to kind of share with you our,
you know, our vision and how things are working today
than to walk you through, you know, both the platform's capabilities.
How different customer touch points are actually created.
If you're doing, you know, high touch, human touch points, you know,
how you can get alerted and take action.
But also if you're using, you know, Gain site to work with maybe hundreds
or thousands of customers and you're using features in order to address
that scale challenge.
Also, you can be triggered by AI for both of those cases.
So, to help showcase how we do this, I'm thrilled to invite on stage,
one of our own gainsters.
And she will walk you through this.
Georgia Petanzini from the CS team.
And some of you might know her because she probably works with you here.
Is going to join us right now and walk you through the customer OS in real life
[MUSIC]
Thanks so much, Ori.
What an amazing showcase of staircase.
And welcome everybody.
It's a pleasure to be at the Gain site's product keynote today.
And I'm really excited to share some of the ways I myself use our products
on a daily basis.
To set the stage for today's session and example, I'm going to fulfill the role
of a high touch customer success manager.
So it's not going to be too hard for me to act here.
And I'm working for a fictional company that is called Email Monkey,
and whose product is an email marketing tool.
Like many of you in the audience know, and as many can relate,
there's a lot that CSMs work on for their customers.
And sometimes, and I heard it from a lot of customers as well,
there are a few pain points it feels like we are always preparing for meetings,
follow up on meetings.
We need to log everything.
We're answering great, but never ending questions from our beloved customers.
So all of this makes it hard to follow up with the right actions at the right
time
and engage effectively with our customers.
Now, in this session, I just want to show you a few ways to get ahead.
And as a CSM at Email Monkey, for example, I use staircase to get proactive
alerts
about my customers in Slack.
And this is great because these alerts are very helpful.
They're already in a place where I work in.
So I'm not disrupting my flow.
And I can also set these alert app in channels, in customer channels,
the account team and also my leadership team can keep track of key insights
on every account as well.
But let's take a look and see this in Slack in a demo.
Okay, I'm in Slack, and I've gotten a few proactive alerts about one of my
customers,
Abbot, and let's put them very high on my priority list.
So from Slack, I can see that they've had a few personal changes.
So we've lost a few of our strong relationships and strong advocates.
And I can also see that we've had a few of the more negative email sentiment
lately,
and this is bringing their health score down.
Now, I can click into any of these alerts to view more on their overall account
right within Gain Site CS, where I've added staircase dashboards for easy
access.
Looking at Abbot's account, I start from the lifecycle events panel,
and I see a progression of red negative touch points.
Now, as you've just heard from Ori, it's really important to notice that
staircase is monitoring every piece of communication, and it's picking the needle from
the haystack.
So it helps that I didn't have to log all this email myself manually, right?
So let's have a look at the most recent extremely negative message.
And I can see its content, where it came from, when it arrived,
and I can have a bit of a more understanding around it.
Now, back on the Abbot page, let's scroll down.
Let's have a look at the engagement and the sentiment score, which are both
trending negatively.
And as I'm seeing a bunch of early warning signs,
I'm also looking at the insights panel, and I'm reminded that we haven't had an
EBR in a while.
So I want to schedule a call and get ahead of this negative trend.
As I prepped for my call with Abbot, I can use AI cheat sheet,
and I know that some of you already are familiar with this.
To get an instant overview of the account of keep priorities, renewal
information, and so on.
So once I go through AI cheat sheet, I feel good about the details that it's
given me,
so I have a bit of Abbot's history background information.
But now I want to dig a bit deeper and ask a few more questions
using a really exciting features that I'm thrilled to introduce, Copilot.
Copilot lets me ask and get quick answers to any questions I have about my
customers.
I can start leveraging Copilot to understand Abbot's top strategic priorities,
for example.
So I can see here a few priorities listed, I can see the need for automating
customer outreach,
system performance enhancement, and I can even click into specific timeline
examples
that support each item to know where that information is coming from.
So this is already a really good summary.
I have a list about the strategic priorities, and now I can click and deep dive
into any of these priorities.
So let's say I want to know more about priorities number one, need for autom
ating customer outreach.
Okay, this way I found out that there's still a lot of manual processes
that teams are working in a silent manner, and this is slowing down the
response time overall.
Once I have this knowledge, to best support Abbot with this specific use case,
I can ask Copilot for similar customer doing this well, so I can connect the Ab
bot team
and share more about this use case.
Great, now I have Copilot's input on a couple of other customer's names and
their details
in case I want to use them as a reference in my call.
Finally, one last question to ask Copilot.
I also want to be prepared since this account is at risk.
I want to be prepared to showcase the ROI that Abbot is getting with email
monkey.
So Copilot can help me list a few of Abbot's recent verified outcomes, so the
wins that they've achieved.
And here I have a list of things that they successfully achieved with a team,
so we have automated workflow launch, we have advanced certification completion
, and so on.
So now I'm prepared to answer anything when I next connect to Abbot's during
our call.
But before jumping on the call, let's just review how I prepared for this
meeting.
So I've done my meeting prep with the help of AI through cheat sheet and Cop
ilot,
so I feel I have a really good understanding of the background,
and I'm well prepared to answer anything that Abbot will throw my way during
the call.
During the call, I want to set the stage for how we can collaborate
and really set up Abbot for future success and stay in alignment for future
risks.
After my call, I want to have the Abbot team feel confident in our
relationships,
and also I want to make sure that we quickly follow up for an effective
management of new tasks.
Okay, we have taken a minute to review how we prepared, and now we're ready for
our call.
So let's go back and have a look how this looks in game site.
So during my call with Abbot, I want to showcase a brand new place that the Ab
bot team can be a part of their success,
and these places call spaces.
Spaces is our dedicated customer portal, and here I can share a welcome
and overview of our portal on how we'll collaborate with the customer.
I can show any open call to actions.
I can surface how Abbot's uses your trending.
I can have a quick glance at their support tickets,
and I can even post resources for the Abbot team to have a quick access to if
we mention it during our call.
So spaces lets me as a CSM scale how I engage with Abbot and any other of my
customers,
and gives the Abbot team a way to check in, sharing their success,
and stay up to speed on their progress. So it's very transparent.
The Abbot team was really, really excited to experience spaces, get started in
spaces,
and their sentiment during our call was really positive.
I was able to answer all of their questions and get a light on the next up
priority with email monkey,
so we have a strong success plan.
Another cool is completed. My last task is to follow up and send the team a
very good recap of our Connect.
To do this, I'm going to use AI follow up, straight from my games at home,
calendar widget.
AI follow up saves me so much time by summarizing our call,
flagging all the tasks that we mentioned during the call, and even recommending
task corners.
And best of all, it helps me draft my follow up email.
This way, I could be fully present during the call. I didn't have to think
about taking notes.
I could be really engaging with my customers.
And now I'm ready to send the email with just one click,
and this helps setting the right tone for the Abbot team feeling confident in
our partnership
and making sure that moving forward, we have a stronger relationship.
We've just walked through so many capabilities which let's recap what they're
helping me to do.
They're helping me to connect deeper and broader insights from staircase AI to
gain sight CS,
where I work every day, so all my workflows are there,
and they are helping me driving the right actions.
I can work smarter and faster with AI through cheat sheet and go pilot.
I can get instant answers to any questions,
and better collaborate with my customers through a shared customer portal
spaces.
So you can imagine as a CSM, these AI features are helping me so much.
They're such a game changer. They remove a lot of the admin time for me.
They help me do more of what I love. They help me being a strategic partner.
They help me build better relationships with my customers,
really focusing on the value that they're achieving,
and of course being more proactive when risks,
like the ones that we've just seen in sessions, are surfacing.
So AI takes care of things that I don't really enjoy,
like prepping for meetings, entering data, logging everything.
Of course there's still some of it, but AI is taking a bunch of that workload
of my place,
so I really can work and focus on the work that really, really matters.
Now, just to give you some figures, our customers have been able to save 10
hours per week per CSM,
and they generated about 13.2 million cheat sheet across 3 million unique
accounts,
and they summarized just below 1.3 million meetings as well.
So these are incredible figures.
And while I work with a few of you here in the audience,
and I know many more customers, and it's a pleasure to work strategically on a
one-to-one
with our customers, it's true that I can't be everywhere at once.
And so to share more how we drive digital success at scale,
I'm excited to welcome Yuri, Steven, our SVP of Product,
and local gainster to the stage.
Good morning!
Good morning, and thank you, Georgia.
It's great to hear from one of our own gain-side CSMs on how they are using the
gain-side product.
And just like Georgia, I know there are a lot of great CSMs here in the
audience,
and I also know what you love to do most.
And that's building up relationships with your customers and working on
strategy.
But unfortunately, if you look at it at a day, it's often not possible.
You have to do a lot of repetitive tasks and answer a lot of recurring
questions.
And that's what we hear every day back from you.
And we are on a mission to solve that by automating your workflows
and by making digital engagement part of scaling customer success.
And that, of course, will help you scale, but even more important,
digital engagement is also what your customers want as a first experience.
And the good news is that's what we are building in gain-side customer OS.
Automating your workflows with AI and letting you build digital journeys using
in-app community and education.
We're already doing that for hundreds of customers every day.
For example, to fully automate your onboarding flows.
Or when you see a drop at engagement at your customers or adoption, to pull
them back in and get that number up.
So let's go back to this fictional company again, Email Monkey.
And for this demo, I will play the co-link of Georgia, a digital CS expert.
And I'm going to build great digital customer experiences.
So let's have a look.
So we are here in the gain-side CS product at journey orchestration.
And what you see here is many of our templates that you can pick.
So in those templates, our best practices are built in and it's super easy to
set up in minutes.
So for now, we're going to pick the onboarding program as a template.
As you can see, you can define your audience, for example, first-time users,
set up email campaigns, in-app engagement, and also use autopilot, more about
that later.
But you can also add more actions, for example, to invite people in the
community
or enroll users into courses.
So for now, I'm going to use this template and publish it.
And my job as digital CS expert is now done.
And we're now going to see how this journey is being orchestrated.
So first of all, it triggers an email, which is sent to Emma.
And Emma is a customer of Email Monkey.
So she likes this email and she decides to, well, visit the product.
So from the email, she's now being looked in into the Email Monkey product.
And we know, by using customer data in GainSight, that she's a first-time user,
but also that she's an email marketer.
So we know what her interests are and where she is in the journey.
And at the right bottom corner, you already see autopilot there saying hi to
her.
And you could see autopilot as the Netflix for customer success,
with personalized recommendations and proactive notifications.
So she has an open autopilot and she is seeing onboarding tasks that she can do
And while she scrolls down, she's also seeing personalized recommendations.
And she can browse courses and community posts.
And of course, it's great if you can have those proactive personalized
experiences.
But it's not always possible.
You never really know what your customer is going to do in your product
and what kind of information they are looking for.
So, for example, now she's browsing the product and she's going to the left at
the navigation.
And she's seeing a new tap there, automations.
She wants to check out what it is.
There's also a label which has new and it opens autopilot again.
And autopilot is making use of all the resources and content of Email Monkey.
And you could see this as the perplexity AI.
So it's generating answers and information from all those resources.
Emma can also talk to autopilot asking follow-up questions.
In this case, she wants to know more about what kind of value this feature is
delivering.
And again, an answer is generated using multiple sources.
And one of those sources is the community.
So she wants to find out more.
She clicks on that resource and she's navigating out of the product to the
community,
which is part of the website of Email Monkey.
And here she can find everything about Email Marketing.
So she's browsing the resources again, the courses, the articles, the posts.
And she actually wants to do a course, but it also takes quite long, like 45
minutes.
She doesn't have that time.
But she can also learn with autopilot.
Autopilot turns now into an AI tutorial.
And it can adjust to the learning preferences of Emma.
So how much time does she has available?
In what ways does she want to learn?
For example, she more visual or she maybe likes more audio.
And she now wants to know best practices about how she can set up onboarding
flows in Email Monkey.
So she's letting autopilot know.
And it generates like a quick article with best practices on how to do that.
And now she's interested.
She actually wants to set it up in the product.
So she's asking for more like technical article on how she can do that.
So autopilot recommends the steps to take and also directly links to the
product so that she can get things going.
And it's also recommending follow-up problems.
For example, to learn more about measuring success.
So she can quickly learn again using the slides in this card.
And by now she feels she's an expert in everything, so she wants to test her
knowledge with a quick quiz.
So she can pick, of course, by now she's an expert.
So she has the right answers.
And because of that she is rewarded with a certificate.
So by now the learning is done, but autopilot at the end is also recommended,
recommends other engagement to do.
For example, to follow like-minded people on the community.
Or few a group about email automators.
So she likes that.
She's going to the group.
Over there she can check out the AI summary, see what's new.
And she also scrolls down checking out the articles in the group.
She likes the case study, she's going to read that, likes the article, and then
decides to join the group.
So what an awesome way to stay engaged with your customers.
So what she has done now today is not only being onboarded in the product,
but she's also connected to email monkey, best practices, and the community.
So let's summarize.
So what you have seen today is how you can connect digitally,
a seamless customer journey using J.O. in-app community and education.
And also how you can really deliver effective self-service experiences using
autopilot.
And in the keynote today we have learned that we can do more of what we love.
That we can take action on early warning signs and with that better serve our
customers at scale.
And not everything what we have showed you today is roadmap.
Actually a lot of what we have showed you today is already available.
So I recommend you to check out the AI features we just released and go to our
boot for a demo.
And of course download the Gainsite app, check out the tracks that are here,
the speakers, and learn from each other how you can also use best practices and use those
features.
And of course I want to give a huge shout out and thank you to our sponsors
that made this event possible.
Also make sure to see them at the demo boots.
Welcome to Pills. Have a great day.
Good night and tauciens.
[Music]
